Posted at: 18 January

Technical Account Manager, Scaled CX, WordPress VIP

Company

Automattic Careers

Automattic Careers specializes in web development and manages a distributed workforce of over 500 remote professionals across nearly 50 countries, offering flexible schedules and a progressive benefits package.

Remote Hiring Policy:

Automattic has a flexible remote work policy, allowing employees to work from anywhere. The company hires remotely from various regions worldwide.

Job Type

Full-time

Allowed Applicant Locations

Nigeria, Worldwide

Salary

$85,000 to $130,000 per year

Apply Here

Job Description

WordPress VIP , part of Automattic , is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

At WordPress VIP, we help enterprise customers achieve success and drive results through WordPress. We are looking for a Technical Account Manager who will be responsible for driving adoption, value realization, customer satisfaction, and retention among our low-touch enterprise accounts. WordPress VIP presents a unique opportunity for experienced TAMs to help take us to the next level, as we look to mature our processes and strategy to be best-in-class for enterprises adopting WordPress at scale.

We’re seeking a highly motivated and innovative Scaled CX TAM (Scaled Customer Experience Technical Account Manager) to join our team. As a Scaled CX TAM, your output will be critical in driving product adoption and customer engagement through various digital strategies and approaches. You will collaborate with multiple teams to design and execute scalable programs that ensure a positive customer experience while maximizing the value our customers derive from the VIP ecosystem. This role drives customer empowerment at scale, driving overall customer satisfaction and outcomes, encompassing their renewal readiness.

Responsibilities

  • Drive product adoption through webinars, digital content, office hours, and targeted training campaigns.
  • Use automation and data insights to proactively identify and engage customers based on product usage and lifecycle position.
  • Create digital engagement campaigns including drip-feed journeys, newsletters, and triggered email workflows.
  • Analyze customer data to measure success, prioritize outreach, and improve enablement content.
  • Build and execute playbooks for customer engagement and risk mitigation in collaboration with Relationship Managers.
  • Serve as customer advocate while working cross-functionally with Marketing, Product, and Sales teams.
  • Optimize customer experience through automated workflows and digital tools.
  • Define and track customer success metrics using technology and data-driven processes.

Requirements 

  • Experience with digital engagement platforms and automation tools.
  • Demonstrated ability to analyze data and make data-driven decisions.
  • Experience developing scalable customer programs and engagement playbooks.
  • Proven track record delivering webinars, training sessions, and educational content.
  • Strong written and verbal communication skills for technical and non-technical audiences.
  • Strategic customer success and retention experience.
  • Demonstrated ability to translate customer feedback into actionable insights.

Compensation and Benefits

Salary range: $85,000 - $130,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated for the right candidate.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page . And check out these links to learn more about How We Hire and What We Expect from Ourselves .

About Automattic  

We are the people behind  WordPress.com , WooCommerce , Tumblr , Simplenote , Jetpack , Longreads , Day One , Pocket Casts , and more. We believe in making the web a better place.

We’re a distributed company with more than 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission:  We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

We believe in Open Source , and the vast majority of our work is available under the  GPL .

Diversity, Equity, & Inclusion at Automattic  

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. 

Automattic is a  Most Loved Company  and  Disability Confident Committed . ( Here’s what that might mean for you .) Learn more about our dedication to  diversity, equity, and inclusion  and our  Employee Resource Groups .

Apply Here